Help Desk (Must have active Secret Clearance)

DirectViz Solutions • Dahlgren, VA

15d

About The Position

DirectViz Solutions (DVS) is seeking a Senior Customer Technical Support Specialist (Help Desk). The selected candidate will be responsible for operating, maintaining, and staffing the Unified Helpdesk, ensuring all service levels (SLAs) and experience level agreements (XLAs) are met or exceeded. This role requires a proactive approach to supporting the community's evolving IT needs, providing high-quality, efficient customer support in a dynamic environment.

Requirements

• Certification: Must hold one of the following IAT Level III certifications: CASP CISA CISSP (or Associate) GCED GCIH
• Experience: Minimum of six (6) years of professional experience in industry, federal, or DoD Help Desk support environments.
• Technical Expertise: Hands-on experience with help desk management tools such as BMC Remedy or ServiceNow .
• Clearance: Active Secret Clearance required.

Nice To Haves

• Education: Bachelor's degree in a business or technical field.
• Experience in DoD or Navy IT environments.
• Strong communication, problem-solving, and customer service skills.
• Proven ability to work in a fast-paced, mission-driven setting.

Responsibilities

• Operate, maintain, and staff the Unified Helpdesk to provide effective technical support coverage users.
• Deliver responsive and professional customer service, ensuring adherence to SLAs and XLAs.
• Provide expertise in troubleshooting and resolving incidents, service requests, and problem tickets using tools such as BMC Remedy or ServiceNow .
• Support and document Helpdesk processes, workflows, and knowledge base updates.
• Monitor and report Helpdesk performance metrics to ensure continual service improvement.
• Adapt to changing and future requirements, including optional surge support when required.
• Coordinate with other IT teams to ensure timely resolution of issues and efficient communication across support tiers.
• Maintain compliance with DoD cybersecurity and information assurance policies and standards.

Benefits

• competitive compensation
• comprehensive medical benefits
• a 401(k) match
• generous PTO accrual
• professional development reimbursement
• corporate-funded technology certifications
• robust employee recognition and appreciation programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level